I have seen that you face a lot of problem when users speaks about the bugs and issues and you had difficulties to go in depth of the situation.

So as per the developer point of view, what I found the best is that you introduce a log file which will record the log entry each time the user do some activity. And in this way neither the user not you have to bang your head to look for how to replicate the bug or how to recognize the issue.

My suggestion might not be the best way but this is what I come up with.

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